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17558 | Senior Project Manager | IT Project Manager

Abbtech Professional Resources Salt Lake City
$0.00 - $76.90 / hour
Apply Now

17558 | Senior Project Manager | IT Project Manager


Senior Project Manager- UT

Location: Salt Lake City, UT

Clearance: Public Trust

Duties:

  • Provide operational management of a Managed Service Desk to multiple Federal Agencies in a shared customer environment supporting 10,000 end users operating in multiple time zones globally.
  • Provide guidance and operational status to executive level customers from multiple government agencies utilizing a shared service environment for IT Service Management utilizing ServiceNow platform
  • Responsible for improving the help desk end user productivity to achieve efficiency and meet SLA requirements for year over year increased performance of Tier 0 Self Service help desk tickets.
  • Oversee implementation of Customer Service Portal, Help Desk and Field Support Technicians operating in an As A Service environment with technical support provided by multiple service contractors and sub- contractors

Position Requirements

  • Must be US Citizen capable of passing security clearance and background check to work supporting Federal Agencies
  • Bachelor’s Degree or equivalent years of experience in IT
  • Recent experience managing ServiceNow ITSM environments
  • ITIL awareness
  • Delivering outsourced services within SLA
  • Business and Portfolio expertise
  • At least 10+ years of experience in IT area with management experience
  • Experience leading by example in a large, complex global environment

Additional Requirements, Certifications, etc.

  • Help desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified 
  • Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
  • Demonstrated experience re-engineering or setting up help desks according to industry best practices.
  • Demonstrable Experience using ServiceNow in a Managed Service Desk solution
  • Demonstrated experience obtaining Government management buy-in for improving the help desk by demonstrating greater Return On Investment.
  • Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
  • Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
  • Demonstrated experience recommending and implementing appropriate technology and other resources to maximize help desk effectiveness.
  • Demonstrated experience building and retaining a qualified help desk team through innovative hiring and training and development techniques.
  • Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
  • Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
  • Demonstrated experience analyzing help desk performance through various statistical and reporting methods.
  • Demonstrated experience enhancing the image of the help desk as a front end support group that advances the IT vision and strategy.
  • Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3 standards

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

 

17558 | Senior Project Manager | IT Project Manager


Senior Project Manager- UT

Location: Salt Lake City, UT

Clearance: Public Trust

Duties:

  • Provide operational management of a Managed Service Desk to multiple Federal Agencies in a shared customer environment supporting 10,000 end users operating in multiple time zones globally.
  • Provide guidance and operational status to executive level customers from multiple government agencies utilizing a shared service environment for IT Service Management utilizing ServiceNow platform
  • Responsible for improving the help desk end user productivity to achieve efficiency and meet SLA requirements for year over year increased performance of Tier 0 Self Service help desk tickets.
  • Oversee implementation of Customer Service Portal, Help Desk and Field Support Technicians operating in an As A Service environment with technical support provided by multiple service contractors and sub- contractors

Position Requirements

  • Must be US Citizen capable of passing security clearance and background check to work supporting Federal Agencies
  • Bachelor’s Degree or equivalent years of experience in IT
  • Recent experience managing ServiceNow ITSM environments
  • ITIL awareness
  • Delivering outsourced services within SLA
  • Business and Portfolio expertise
  • At least 10+ years of experience in IT area with management experience
  • Experience leading by example in a large, complex global environment

Additional Requirements, Certifications, etc.

  • Help desk Institute (HDI) certified as a HDI Support Center Manager with a requirement that individual become HDI Support Center Director certified 
  • Experience in one of the following disciplines: Information Systems, Information Technology, Engineering, Management/Business Management, or Computer Science.
  • Demonstrated experience re-engineering or setting up help desks according to industry best practices.
  • Demonstrable Experience using ServiceNow in a Managed Service Desk solution
  • Demonstrated experience obtaining Government management buy-in for improving the help desk by demonstrating greater Return On Investment.
  • Demonstrated experience developing and maintaining formal processes and procedures for consistency and increased productivity.
  • Demonstrated experience implementing methodologies to improve first call resolution, managing customer perceptions, and building strong internal relationships.
  • Demonstrated experience recommending and implementing appropriate technology and other resources to maximize help desk effectiveness.
  • Demonstrated experience building and retaining a qualified help desk team through innovative hiring and training and development techniques.
  • Demonstrated experience implementing innovative staffing and scheduling models for KPI guaranteed coverage at the lowest possible costs.
  • Demonstrated experience developing a customer care philosophy that ensures customer satisfaction.
  • Demonstrated experience analyzing help desk performance through various statistical and reporting methods.
  • Demonstrated experience enhancing the image of the help desk as a front end support group that advances the IT vision and strategy.
  • Demonstrated experience managing an incident management system in a performance-based environment complying with ITIL V3 standards

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans

 

Recommended skills

Servicenow
It Service Management
Information Systems
Help Desk
Service Desk
Incident Management

Location

Salary Details

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$76
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17558 | Senior Project Manager | IT Project Manager
$0.00 - $76.90 / hour
Estimated Salary: $110K
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